Responsibilities:
Store Operations & Management
- Ensure all back end systems are aligned for efficient operations.
- Ensure all SOPs are followed, in-line with company wide standards, and provide the proper training and guidance to the team.
- Ensure all team members are trained on all FOH roles and execute them to the set standards.
- Work together with the kitchen team to ensure a seamless culinary experience for the guests.
- Oversee all maintenance works in the store and report upwards anything that is not in working order.
- Manage all store inventory, ensure ordering is in place to avoid outages.
- Set and enforce a cleanliness plan for the store, ensuring the presentation of the venue is always up to company standards.
- Manage, apply and ensure Workplace Safety and Food Hygiene & Safety policies and procedures by team members.
Guest Experience
- Provide an exceptional guest experience at all times and lead the team in doing the same.
- Build long standing relationships with regular guests, being their point of contact for any needs.
- Advocate for the needs of the guests and the guest experience. Push the team, the operations, and the business for constant improvements that will provide meaningful enhancements for the guests.
- Find ways to resolve any guest problems and turn complaints or incidents into memorable guest experiences.
- Manage, apply and ensure brand experience & customer service policies and procedures meet audit requirements.
Team Management
- Manage and oversee Workforce Planning policies for the store, including recruitment of new team members and weekly rostering of the team, in order to enhance existing, or optimize available, resources as necessary.
- Set and communicate clear performance expectations for all team members.
- Provide training and learning experiences for all team members.
- Outline growth plans for team members within the organization.
- Create a positive and fun working environment that encourages professional behaviour, exceptional guest experiences, and staff retention.
- Provide feedback, re-training and performance management as needed to underperforming staff.
- Communicate clearly with the larger management team on all staff matters - both high and low performers, and provide action plans.
- Foster a supportive working relationship with all direct reports.
- Conduct all performance appraisals for the FOH team.
Finance
- Optimise revenue at store level to meet weekly, monthly, and annual revenue targets.
- Oversee all ad-hoc expenses, providing approval and guidance to minimize the need for unforeseen expenditures.
- Manage manpower hours to stay within budget while meeting operational needs.
Communications and Reporting
- Facilitate seamless communications within the store team and between the store team and larger organization.
- Foster good working relationships with all internal and external partners including but not limited to Upper Management, Brand and Merchandising teams, Central Kitchen, Logistics Team, External Vendors, Store Neighbors and Partners.
- Proactively and clearly communicate all necessary information to the store team, ensuring information is not only shared but understood.
- Proactively and clearly communicate upwards, ensuring appropriate information is shared and necessary attention is brought to accomplishments and challenges for the store.
- Ensure all daily store reporting is executed in a timely fashion and according to SOP (end of day reporting, requisitions, etc…).
- Participate, as relevant, in all larger company management meetings.
Requirements:
- Min 6 years of relevant working experience in the F&B industry.
- A natural leader, highly communicative to lead and motivate staff.
- Trained eye for detail and customer-centric.
- Ability to work in a fast-paced environment.
- Fluent in English.
- Computer literate.
- Willing to work on rotating shifts, weekends and public holidays.
- 5 or 6 days alternating work week.
